RingCentral, Inc. announced the expansion of AIR Pro™ to deliver agentic AI capabilities across the RingCentral customer engagement portfolio. The expansion includes new capabilities within RingCX™ that help businesses with end-to-end customer resolution, automated outreach, and intelligent hand-offs. These enhancements also strengthen how customer context is captured and carried within RingCX. When a conversation transfers to a live agent, that agent has a more complete picture, including prior interactions, data from connected systems via APIs, and relevant recordings — without having to ask the customer to repeat themselves. The context layer continuously informs itself, getting smarter with every interaction.

“RingCentral offers the broadest range of customer engagement solutions that address both informal and formal contact center requirements. Our announcement today is about expanding AIR Pro and adding key updates to RingCX as we make progress toward our vision of AI agents and humans working together,” said Jim Dvorkin, SVP of Customer Experience Products at RingCentral. “Our innovations for RingCX continue to be well received by our customers. The addition of native AI agents, along with autonomous outreach, intelligent handoffs, and our AI powered workflow builder for RingCX helps businesses improve customer experiences and achieve measurable results.”

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Where Humans and AI Agents Work Together

Highlighted at Customer Contact Week (CCW) Las Vegas 2026, RingCentral rolled out the following updates:

• Native AI Agents: Embedded directly into RingCX workflows, native AI agents help with inbound and outbound interactions across voice and digital channels. For example, a business can run multi-step workflows from start to finish, such as confirm an appointment, handle verification, and update a record all within a single call.
• Autonomous Outreach: Leverage AI agents to proactively initiate conversation outreach triggered by real-time events: appointment reminders, payment notifications, service updates. For example, a credit card payment is missed. AIR Pro calls the customer, confirms the outstanding balance, offers payment options, and processes the payment over the phone.
• Intelligent Handoffs: When a conversation requires human judgment or empathy, AI agents in RingCX can transfer seamlessly to live agents, carrying full customer history and CRM data so the conversation continues without interruption, repetition, or lost context.
• AI-powered Workflow Builder: A natural language interface for building RingCX workflows on-demand, customers are able to prompt commands through RingCX’s AI Virtual Assistant (AVA) describing what they need, and it creates a workflow automatically — no coding, no technical resources required.
• AI-powered RingCX Analytics: Enables business and contact center leaders to prompt questions through RingCentral’s AI Virtual Assistant (AVA) within the RingCX interface to retrieve answers and specific metrics. For example, a newly hired supervisor can ask, “What report should I use to see an agent’s attendance and performance?” and AVA surfaces the answer instantly.

New WEM Capabilities

RingCentral’s native WEM solution, called RingWEM, brings together AI Quality Management, AI Interaction Analytics, and AI Workforce Management embedded directly into RingCX – helping businesses reduce average call handle times, and improve customer satisfaction without a fragmented toolset that has long held back contact center performance. New RingWEM capabilities include:

• RingWEM with Live Screen Monitoring: This gives supervisors visibility into how agents handle customer interactions, with the ability to whisper, coach, or step in without disrupting the customer experience. For example, it gives supervisors visibility during the call, seeing the agent’s screen in real time, and watching how agents address a problem, while giving coaching suggestions when the conversation is still live.

Added Digital Channels

RingCX supports more than 20 digital channels, along with inbound and outbound voice allowing agents to manage various customer interactions from a single, unified interface. RingCX goes beyond the standard support for WhatsApp Messaging, and now includes WhatsApp Voice support.

• WhatsApp Voice Support: With WhatsApp Voice in RingCX, customers can move from a messaging conversation to voice without leaving WhatsApp. The agent picks up the call with a complete view of the customer journey, including a summary of each interaction.

“As a RingCX and AIR Pro customer, we’re expanding our use of AI to drive a consistent customer experience while also enabling more automated AI and human interactions,” said Jaimie Bell, VP of Client Solutions at Office Gurus. “The expansion of AI Agents in RingCX, powered by AIR Pro, is really exciting. We’re looking forward to it giving us more control and visibility into deploying AI agents at scale without sacrificing the quality our customers expect. We’re early in implementation, and already seeing how AI agents will help us move faster, reduce manual overhead, and deliver a more seamless customer experience.”

RingCX Momentum

As of the end of Q1 2026, more than 1,700 businesses have adopted RingCX, up over 70% year-over-year – with more than half of them utilizing AI.

RingCX customers are achieving measurable results across industries. For example, in healthcare, Sun River Health achieved a 95% first-call resolution rate — 25% above industry standard. In entertainment, The Escape Game reduced costs by 50% while increasing bookings by 7%, and the San Diego Symphony cut box office hold times by 95%.

“The industry is moving beyond AI assistants towards increasingly autonomous AI agents that can participate in customer journeys alongside human workers,” said Hayley Sutherland, Conversational AI Analyst at IDC. “Organizations will need a common framework for managing performance, quality, analytics, and governance across both — and having that native to the contact center platform is the right approach. RingCentral’s direction reflects its commitment to both supporting its customers with the capabilities needed today, and taking them where the market is headed.”